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Service
LEVEL AGREEMENT

CUSTOMER SATISFACTION,
OUR FIRST OBJECTIVE
PREVENTIVE SERVICES
ACHIEVING CUSTOMER SATISFACTION IS OUR PRIMARY
OBJECTIVE. FOR THIS PURPOSE, WE OFFER CONTINUING
SERVICE PROGRAMS THAT DELIVER ENHANCED SUPPORT
THROUGHOUT THE LIFE OF YOUR EQUIPMENT. SELECT ONE
OF OUR PRE-DEFINED SERVICE LEVEL AGREEMENTS THAT IS
ALIGNED WITH YOUR SUPPORT PHILOSOPHY OR A CUSTOMIZED
PACKAGE TAILORED TO YOUR SPECIFIC NEEDS.
> PREVENTIVE MAINTENANCE VISITS
These visits follow the schedule recommended in the Equipment Maintenance Guide supplied by IBA. Their duration and
frequency are defined accordingly. The main objective is to prevent any deterioration of your equipment’s performance.
Therefore, some verification tests are performed and reported in the Technical Intervention Protocol and Report. Actions
for the next visits are listed. These visits are also an opportunity to perform additional tasks that you may require. Parts
that are required to perform the preventive maintenance work are excluded.
> TELEMAINTENANCE
Main objectives are to check periodically the connection line up to the local PC and PLC and to perform maintenance on
the control system. This service allows data readings and software updates. After each preventive remote-connection,
IBA’s engineer will write a report of the operation. (*)
> AUDIT VISITS
Audits are an effective way to assess the current condition of any equipment, including Personnel Safety System. By
evaluating past and current issues and identifying impending or potential ones, this service helps you to solve the small
problems and prevent you from the major ones.
REACTIVE-TECHNICAL SUPPORT SERVICES
> TECHNICAL HELPDESK
TELEPHONE SUPPORT
IBA has set up a Technical Helpdesk to communicate efficiently with customers who need technical support. This service
is performed through a hotline available 24 hours per day and 365 days per year.
REMOTE SUPPORT “TELEDIAGNOSIS”
This service is offered as a complement to your Telephone Support (Technical Helpdesk Hotline). The IBA engineer will
remotely connect his PC to your PC/PLC system and will visualize the different screens of the user interface. Access to
the PLC program is also possible to check status of interlocks. If the problem is limited to the Control System, the engineer
will fix it remotely. If the problem is in the hardware, the engineer will be in optimal position to provide explanations and
advice for repair. (*)
> GUARANTEE OF DEPARTURE
In case the assistance given by the IBA Technical Helpdesk and the Remote Support Diagnosis do not solve the reported
problem, this option guarantees the departure to your site of an IBA’s engineer. This guarantee is limited to blocking
problems (means when the equipment is not able to perform routine production in a reasonable way). It does not cover
the costs related to the intervention itself.
> EMERGENCY VISITS
If selecting this service, you are covered for the emergency intervention costs that may be required on the equipment to
solve blocking problems. Parts that are required to perform the emergency interventions are not included.
(*) This service is supported for S7 Siemens PLC and requires the availability of a direct analogical phone line connected to a local modem.

SPARE PARTS
> RECOMMANDED SPARE PARTS LIST
IBA helps you to secure production by building a recommended spare parts list dedicated to your equipment so as to stock on
site consumable and selected non-consumable spare parts.
> GLOBAL PRESENCE
IBA is present globally (Europe, Americas, Asia) with:
▪▪
3 service desks for spare parts requests: in your time zone and beyond for use after your usual working hours.
▪▪
3 spare parts hubs with a global logistic partner.
> IBA STORE II, A USER-FRIENDLY TOOL
IBA gives you access to a user-friendly E-commerce site, the IBA Store, where you can:
▪▪
see your spare parts list with references and pictures.
▪▪
be informed of the obsolescence of spare parts.
▪▪
check availabilities in IBA’s hubs and prices.
▪▪
directly place a purchase order and be quickly informed about the delivery time on your site.
▪▪
consult your historical purchase data.
▪▪
see spare parts news and messages posted for you by IBA.
EDUCATION
Education is usually associated with initial equipment purchase. However IBA experience is that on-going training is often
required during the product’s complete life-cycle.
Such training can be customized and provided on customer premises or at IBA.
SERVICE LEVEL AGREEMENT OPTIONS BUSINESS FIRST PRIVILEGE
Preventive Services
Preventive Tasks
Preventive Tasks performed during the weekend optional optional
Audit Visits optional optional optional
Reactive-Technical Support Services
Technical Helpdesk
8:00AM-5:00PM (5/7 days)
8:00AM-5:00PM (7/7 days)
24/24 hours (7/7 days)
Guarantee of Departure

IBA Group | 2012 | SLA 2012
IBA: OPENING NEW WAYS IN HEALTHCARE
WITH A FOCUS ON FIGHTING CANCER
IBA (Ion Beam Applications S.A.), is a cancer diagnostics
and treatment company and the worldwide technology leader
in the field of proton therapy. The Company’s expertise
lies in the development of next generation proton therapy
technologies and radiopharmaceuticals that provide oncology
care providers with premium quality services and equipment,
including IBA’s leading fully integrated IntegraLab®
radiopharmacy system, and Dosimetry advanced solutions
for Quality Assurance of medical equipment and increased
patient safety.
Headquartered in Belgium and employing more than 1,200
people worldwide, IBA currently has installed systems across
Europe and the US and is expanding into emerging markets.
ENVIRONMENTALLY FRIENDLY STERILIZATION
& IONIZATION
IBA’s unique E-beam, X-ray and Proton treatment solutions
are used across the world in many different applications such
as medical device sterilization, food pasteurization, property
enhancement for various materials, safety and detection and
crystal modification.
IBA CUSTOMER SERVICE
Chemin du Cyclotron, 3
1348 Louvain-la-Neuve, Belgium
Tel.: +32 10 47 58 31
Fax: +32 10 47 59 00
E-mail: customer_support@iba-group.com
Website: www.iba-worldwide.com
Leveraging on its scientific expertise, IBA is also active in the
field of industrial sterilization and ionization.
DIAGNOSIS: MAKING MOLECULAR MEDICINE
A REALITY
IBA has unique expertise in the design of cyclotrons and in
the production and distribution of radiopharmaceutical tracers
which are used every day in thousands of hospitals worldwide,
to quickly and accurately detect cancer, neurological and
cardiac diseases. IBA also offers solutions for drug discovery
and in vitro diagnostics.
PARTICLE THERAPY: THE NEXT FRONTIER
IN CANCER THERAPY
IBA is the undisputed leader in particle therapy, acknowledged
to be the most precise and effective clinical radiotherapy
method in the selective destruction of cancer cells. To date,
more than 11 world renowned medical institutions have built
a Particle Therapy center with IBA.
THE FASTEST AND MOST ACCURATE
DOSIMETRY SOLUTIONS
IBA develops innovative, precise and high quality equipment
for use in hospitals and by industry partners worldwide. IBA
offers a full range of measuring instruments and software that
enable radiologists to perform the necessary checking and
calibration procedures.
Copyright IBA 2012 – all rights reserved.
IBA is a registered trademark of IBA SA.
While all care has been taken to ensure that the information
contained in this publication is correct, we accept no
responsibility for any inaccuracy and reserve the right to
modify this information.
Technical specifications are based on standard operating
conditions and may be subject to variations.
Published by IBA S.A., Chemin du Cyclotron, 3
1348 Louvain-la-Neuve, Belgium.
This brochure is printed on ECF wood-free coated paper. It
was produced with plants that comply with ISO 14001, the
environmental management standard.